DEVANSH MALHOTRA

• Working as a First point of contact (FPOC) in providing financial assistance to the customers
• Manage 15-20 calls in a day
• Reduced process error rate with thorough analysis and implementation of corrective measures.
• Responsible in providing assistance to the vulnerable customers and resolving their complaints/concerns on time
• Handling reporting duties such as collating and publishing Right Party Contact (RPC) and Plan/Hold report of the team
• Responsible in maintaining and publishing daily login hours (DLH) of the team
• Mentored a team of 5 new joiners
• Responsible is call listening and proving feedback to the team members for internal check

• Provided assistance to the customers over the call with issues related to Facebook and Instagram advertisement, payments
• Provided assistance to the customers by removing restrictions from their disabled accounts
• Managed escalated complaints

• Provided the financial advise to the customers
• Was responsible in collecting the debit from the customers by providing them with the most suitable payment plans
• Maintained and published monthly collections report with the higher management

• Provided assistance to the customers by processing the pending claims

• Was responsible in contacting the business partners to get the disputed claims processed
status by proving them all the relevant information.

• Was responsible getting customers medical documents get checked